Customer relationship management practices and organisational performance of commercial banks in Ghana: a mediation analysis
Author
Abstract
Suggested Citation
DOI: 10.1057/s41264-023-00226-8
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 5(2), pages 11-19.
- Chernyak-Hai, Lily & Rabenu, Edna, 2018. "The New Era Workplace Relationships: Is Social Exchange Theory Still Relevant?," Industrial and Organizational Psychology, Cambridge University Press, vol. 11(3), pages 456-481, September.
- Ndubisi, Nelson Oly, 2012. "Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector," Journal of Business Research, Elsevier, vol. 65(4), pages 537-546.
- Abbas Rezazadeh Karsalari & Hassan Saberi & Sharareh Kalimdast, 2017. "The Impact of Customer Relationship Management on Customer Loyalty in LG Company (Goldiran) Tehran City," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(2), pages 234-239, April.
- Picón, Araceli & Castro, Ignacio & Roldán, José L., 2014. "The relationship between satisfaction and loyalty: A mediator analysis," Journal of Business Research, Elsevier, vol. 67(5), pages 746-751.
- Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
- Sebastian Saniuk & Sandra Grabowska & Bożena Gajdzik, 2020. "Personalization of Products in the Industry 4.0 Concept and Its Impact on Achieving a Higher Level of Sustainable Consumption," Energies, MDPI, vol. 13(22), pages 1-19, November.
- Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," MPRA Paper 98032, University Library of Munich, Germany.
- DeStefano, Timothy & Kneller, Richard & Timmis, Jonathan, 2018. "Broadband infrastructure, ICT use and firm performance: Evidence for UK firms," Journal of Economic Behavior & Organization, Elsevier, vol. 155(C), pages 110-139.
- Hair, Joseph F. & Astrachan, Claudia Binz & Moisescu, Ovidiu I. & Radomir, Lăcrămioara & Sarstedt, Marko & Vaithilingam, Santha & Ringle, Christian M., 2021. "Executing and interpreting applications of PLS-SEM: Updates for family business researchers," Journal of Family Business Strategy, Elsevier, vol. 12(3).
- Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
- Mokgadi Cleopatra Taoana & Emmanuel Silva Quaye & Russell Abratt, 2022. "Antecedents of brand loyalty in South African retail banking," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 65-80, June.
- repec:ucp:bkecon:9780226316529 is not listed on IDEAS
- Rajiv Sindwani & Manisha Goel, 2016. "The Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 8(2), pages 54-70, April.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Alyahya, Mansour & Agag, Gomaa & Aliedan, Meqbel & Abdelmoety, Ziad H., 2023. "A cross-cultural investigation of the relationship between eco-innovation and customers boycott behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
- Ahmed Hamdy, 2024. "Supply chain capabilities matter: digital transformation and green supply chain management in post-pandemic emerging economies: A case from Egypt," Operations Management Research, Springer, vol. 17(3), pages 963-981, September.
- Kankam-Kwarteng, Collins & Sarpong, Appiah & Amofah, Ofosu & Acheampong, Stephen, 2021. "Marketing performance of service firms: Recognizing market sensing capability and customer interaction orientation," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7, pages 8-48.
- Wayu Eko Yudiatmaja & Roy Valiant Salomo & Eko Prasojo, 2023. "Fostering Innovative Behavior of Millennial Public Employee Through Leadership Styles and Organizational Trust," SAGE Open, , vol. 13(2), pages 21582440231, June.
- Troiville, Julien, 2024.
"Connecting the dots between brand equity and brand loyalty for retailers: The mediating roles of brand attitudes and word-of-mouth communication,"
Journal of Business Research, Elsevier, vol. 177(C).
- Julien Troiville, 2024. "Connecting the dots between brand equity and brand loyalty for retailers: The mediating roles of brand attitudes and word-of-mouth communication," Post-Print hal-04574746, HAL.
- Jacobs, Nele & Swoboda, Bernhard, 2023. "The role of national institutions in the effects of consumers’ perceived customer orientation and firm innovativeness," International Business Review, Elsevier, vol. 32(5).
- Amani Gration Tegambwage & Pendo Shukrani Kasoga, 2024. "Relationship quality and customer loyalty in the Tanzanian microfinance sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(1), pages 138-153, March.
- Collins Kankam-Kwarteng & Appiah Sarpong & Ofosu Amofah & Stephen Acheampong, 2021. "Marketing performance of service firms: Recognizing market sensing capability and customer interaction orientation," Post-Print hal-03376959, HAL.
- Chen, Yong & Li, Xiang (Robert), 2018. "Does a happy destination bring you happiness? Evidence from Swiss inbound tourism," Tourism Management, Elsevier, vol. 65(C), pages 256-266.
- Nelson Oly Ndubisi & Obaid Al‐Shuridah, 2019. "Organizational mindfulness, mindful organizing, and environmental and resource sustainability," Business Strategy and the Environment, Wiley Blackwell, vol. 28(3), pages 436-446, March.
- Liying He & Kamisah Ismail, 2023. "Do staff capacity and performance-based budgeting improve organisational performance? Empirical evidence from Chinese public universities," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-16, December.
- Kattreeya Chanpariyavatevong & Warit Wipulanusat & Thanapong Champahom & Sajjakaj Jomnonkwao & Dissakoon Chonsalasin & Vatanavongs Ratanavaraha, 2021. "Predicting Airline Customer Loyalty by Integrating Structural Equation Modeling and Bayesian Networks," Sustainability, MDPI, vol. 13(13), pages 1-21, June.
- Amani Gration Tegambwage & Pendo Shukrani Kasoga, 2022. "Loan repayment among group borrowers in Tanzania: the role of relationship quality," Future Business Journal, Springer, vol. 8(1), pages 1-11, December.
- S. Arunachalam & Sridhar N. Ramaswami & Pol Herrmann & Doug Walker, 2018. "Innovation pathway to profitability: the role of entrepreneurial orientation and marketing capabilities," Journal of the Academy of Marketing Science, Springer, vol. 46(4), pages 744-766, July.
- Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
- Emilia Vann Yaroson & Soumyadeb Chowdhury & Sachin Kumar Mangla & Prasanta Kumar Dey, 2024. "Unearthing the interplay between organisational resources, knowledge and industry 4.0 analytical decision support tools to achieve sustainability and supply chain wellbeing," Annals of Operations Research, Springer, vol. 342(2), pages 1321-1368, November.
- Kareklas, Ioannis & Muehling, Darrel D. & King, Skyler, 2019. "The effect of color and self-view priming in persuasive communications," Journal of Business Research, Elsevier, vol. 98(C), pages 33-49.
- Ashish Arora & Michelle Gittelman & Sarah Kaplan & John Lynch & Will Mitchell & Nicolaj Siggelkow & Aaron K. Chatterji & Michael Findley & Nathan M. Jensen & Stephan Meier & Daniel Nielson, 2016.
"Field experiments in strategy research,"
Strategic Management Journal, Wiley Blackwell, vol. 37(1), pages 116-132, January.
- Chatterji, Aaron K. & Findley, Michael & Jensen, Nathan M. & Meier, Stephan & Nielson, Daniel, 2014. "Field Experiments in Strategy Research," IZA Discussion Papers 8705, Institute of Labor Economics (IZA).
- Fang, Mingyue & Nie, Huihua & Shen, Xinyi, 2023. "Can enterprise digitization improve ESG performance?," Economic Modelling, Elsevier, vol. 118(C).
- Yi Yong Lee & Chin Lay Gan & Tze Wei Liew, 2023. "Thwarting Instant Messaging Phishing Attacks: The Role of Self-Efficacy and the Mediating Effect of Attitude towards Online Sharing of Personal Information," IJERPH, MDPI, vol. 20(4), pages 1-23, February.
More about this item
Keywords
Customer relationship management; Customer loyalty; Customer satisfaction; Organisational performance; Ghana;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jofsma:v:29:y:2024:i:2:d:10.1057_s41264-023-00226-8. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.